Customer Service Quality Assurance Analyst

Description

JOB SUMMARY

The Customer Service Quality Assurance Analyst supports the advancement of patient and customer experience by monitoring, analyzing, and improving call quality, service delivery, and process efficiency across all front-line service teams. This role leverages both technical skills and operational knowledge to assess performance, identify trends, and drive continuous improvement efforts. The analyst applies analytical methods and project management principles to ensure service excellence aligns with organizational standards and goals.

 EDUCATION/EXPERIENCE REQUIREMENTS

•  Bachelor’s degree required, preferably in Business Analytics, Operations Management, or a related discipline.
•  1–3 years of experience in quality assurance, business analysis, or customer service performance monitoring.
•  Relevant coursework or experience in Statistical Quality Control, Production Planning & Control, Business Analytics preferred.
•  Prior experience working with CI tools, call review platforms, or satisfaction surveys is highly desirable.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•  Monitors and audits incoming and outgoing customer and patient calls as assigned, based on established criteria.
•  Tracks and reports specific call performance metrics to the direct supervisor; ensures accurate and complete data collection per directive.
•  Uses multiple tracking platforms—including call scoring tools, patient satisfaction surveys, and online review results—to identify trends and cross-analyze results.
•  Gathers and analyzes data to identify areas in need of improvement and collaborates with leadership to implement solutions.
•  Conducts quality improvement studies on topics mutually agreed upon with the Executive Officer and/or SVP of Operations.
•  Maintains and tracks responses from patient satisfaction surveys and patient reviews from various platforms when applicable.
•  Presents audit findings and program analysis regularly to the Executive Officer and/or SVP of Operations.
•  Assists with reporting to Clinical Department Practice Managers on performance trends and areas for improvement related to telephone interactions.
•  Assists in the periodic review and refinement of telephone call protocols and scripting standards.
•  Actively participates in training and development programs related to best practices in customer service and telephone etiquette.
•  Acts as a resource to the Management team by correlating patient satisfaction feedback with telephone interaction data to improve service delivery.
•  Leverages reporting and analytics tools to extract data, identify performance trends, and support quality improvement initiatives.
•  Creates and maintains quality scorecards, dashboards, and performance reports to support leadership decision-making.
•  Supports deployment and refinement of Conversation Intelligence (CI) tools by interpreting sentiment analysis, keyword trends, and call behavior scoring.
•  Applies principles of statistical quality control, production planning, and business analytics to optimize workflow efficiency.
•  Monitors the physical environment within MCC, including the condition of waiting areas and appearance of patient-facing printed materials, ensuring both remain professional and up to date.
•  Performs other duties as assigned cheerfully and willingly.

CORPORATE CULTURE RESPONSIBILITIES

•  Follow established corporate and department-specific policies and procedures.
•  Attend all corporate and department-specific required training.
•  Uphold MCC’s Purpose, Values, and Vision.
•  Abide by MCC’s Corporate Culture Responsibilities.
•  Perform other duties as may be assigned cheerfully and willingly.

Requirements

KNOWLEDGE, SKILLS AND ABILITIES

•  Display customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
•  Ability to manage multiple tasks at the same time.
•  Knowledge of telephone and computer systems.
•  Excel and analytical skills required.
•  Excellent telephone skills.
•  Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
•  Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
•  Ability to work in close proximity with co-workers and maintain a professional attitude.
•  Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications.
•  Strong proficiency in Microsoft Excel and Office Suite; experience with